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Job Details

Requisition Number 19-0118
Post Date 3/11/2019
Title Service Desk Analyst L1-Desktop
Organization Name Macmillan
City New York
State NY
Description
Macmillan Publishers is a global trade book publishing company with prominent imprints around the world, publishing a broad range of award-winning books for children and adults in all categories and formats. Macmillan Publishers is committed to our authors, our employees, and to the environment.

U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, Picador, St. Martin's Press and Tor Books. In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer and Witsch, Rowohlt, and Droemer Knaur.

Macmillan Publishers is a division of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer committed to reflecting a broad representation of differences --race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective — in our workplace. The successful candidate for this position will be an employee of Holtzbrinck Publishers, LLC.
Requirements
Position Description:

The Role of Service Desk Analyst-L1 is to support colleagues across Macmillan to solve their technical problems via phone support. This individual must be a self-starter and have general knowledge and analytical skills in information technology, in regards to troubleshooting Windows 10.


Major Responsibilities:

• Provide Tier 1 PC Windows 10 Support
• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Performing remote support via Landesk & Team Viewer
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to the Service Desk Director.
• Ability to prioritize and properly assign incidents to the proper resolver groups via ticket system (Service NOW).
• Creating desktop tasks related to the joiners/leavers process.
• Ability to communicate tech related request in a simple but understanding manner with customers over the phone.

Required Skills / Knowledge:

• Experience with Windows 10 Troubleshooting support
• Active Directory Password reset
• Service NOW ITSM system
• Proficiency with Google Suite Products, Dropbox, Microsoft office, and Adobe
• Ability to support Macmillan owned applications and systems

Experience Needed:

• 2-4 years’ work experience as an IT Support Specialist in an enterprise environment
• VIP Support experience (preferred but not necessary)
• Ability to adapt to change in a fast paced environment

Educational Background Required:

• 2 year degree in IT related field or equivalent work experience.

Preferred but not required:

• CompTIA A+,
• MCSA, (Microsoft Certified Solutions Associate)
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